What we know about customer-centricity

Explores the current thinking and writing on the subject of customer-centricity, the ethos that places good service and customer-experience at the heart of a brand's strategy.

Customer-centric brands put the customer experience at the heart of the business. They ensure they understand consumers' motivations, in order to meet their needs, retain their custom and maximise profitability. Effective customer-centric strategies recognise...

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